Marketing and the 7Ps - The National Social Marketing Centre

Marketing and the 7Ps

A brief summary of marketing and how it works

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Marketing and the 7Ps:

A brief summary of marketing and how it works

ONE

What is marketing?

Marketing is the management process responsible for identifying, anticipating and satisfying customer requirements profitably. -- CIM definition

The Chartered Institute of Marketing offers the following definition for marketing: "Marketing is the management process responsible for identifying, anticipating and satisfying customer requirements profitably."

It's a bit of a mouthful, but it highlights that the customer is at the heart of marketing, and businesses ignore this at their peril.

In essence, the marketing function is the study of market forces and factors and the development of a company's position to optimise its benefit from them. It is all about getting the right product or service to the customer at the right price, in the right place, at the right time. Both business history and current practice remind us that without proper marketing, companies cannot get close to customers and satisfy their needs. And if they don't, a competitor surely will.

Marketing is sometimes wrongly defined within the narrow context of advertising or selling, but this is not the whole story. Marketing is a key management discipline that enables the producers of goods and services to interpret customer wants, needs and desires -- and match, or exceed them, in delivery to their target consumers.

? The Chartered Institute of Marketing 2009

Every product we buy, every store we visit, every media message we receive, every choice we make in our consumer society has been shaped by the forces of marketing. The marketing process is central to the business performance of companies, large and small, because it addresses the most important aspects of the competitive marketplace.

Today, as competitive pressures increase, marketing skills have never been more highly valued by organisations in both the public and private sectors. What was once seen as a departmental activity within companies is now regarded as a frontline business attitude of mind for all employees. Marketing has played a key role in many recent business success stories -- from pharmaceuticals to airlines, sports brands to food and drink, businessto-business companies to small, niche players.

The marketing professionals who shape and implement marketing strategy contribute directly to the economic wealth of a nation. Their skills attract and retain customers, build sales and generate profits which can then be reinvested as part of a cycle of prosperity.

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Marketing and the 7Ps:

A brief summary of marketing and how it works

TWO

Why marketing?

Applying a simple marketing framework enables you to identify which activities are effective and under what circumstances.

So if you are already `doing' marketing, what's the problem? The issue is that not realising that you're `doing' marketing makes it less likely that you can repeat the activity consistently over time. It's not such an obvious problem when your organisation is very small, but marketing 'on the hoof' becomes less feasible as you grow. Applying a simple marketing framework enables

you to identify which activities are effective and under what circumstances. You can then plan to use them again when appropriate.

The advice elsewhere in this article gives reasonable, practical suggestions for marketing that will enable you to build on what you are already doing.

? The Chartered Institute of Marketing 2009

Marketing for small businesses

"I run a small business -- how can I spare resources for marketing?"

If you are in a small to medium size enterprise (SME), the chances are that you are already carrying out more marketing than you think. This is because marketing is often seen by small businesses as equivalent to selling, promotion and advertising. In reality, it covers a much broader range of activities, many of which small businesses do without calling them marketing.

Think about what you do. You probably make a particular effort to know your customers well. Your instincts tell you that getting to know what customers want on an individual basis, and providing it, is what will keep you in business. You know that you can't stand still, and that you need to improve and extend existing products, and sometimes develop new ones. If this description rings true, your marketing activity closely fits the classical definition used by The Chartered Institute of Marketing.

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Marketing and the 7Ps:

A brief summary of marketing and how it works

THREE

The 7Ps of marketing

Successful marketing depends upon addressing a number of key issues. These include: what a company is going to produce; how much it is going to charge; how it is going to deliver its products or services to the customer; and how it is going to tell its customers about its products and services.

Successful marketing depends upon addressing a number of key issues. These include: what a company is going to produce; how much it is going to charge; how it is going to deliver its products or services to the customer; and how it is going to tell its customers about its products and services.

Traditionally, these considerations were known as the 4Ps -- Product, Price, Place and Promotion. As marketing became a more sophisticated discipline, a fifth `P' was added -- People. And recently, two further `P's were added, mainly for service industries -- Process and Physical evidence.

These considerations are now known as the 7Ps of marketing, sometimes referred to as the marketing mix.

1 Product There is no point in developing a product or service that no one wants to buy, yet many businesses decide what to offer first, and then hope to find a market for it afterwards. In contrast, the successful company will find out what customers need or want and then develop the right product -- with the right level of quality to meet those needs now and in the future.

? The perfect product must provide value for the customer. This value is in the eye of the beholder -- we must give our customers what they want, not what we think they want

? A product does not have to be tangible -- an insurance policy can be a product

? Ask yourself whether you have a system in place to regularly check what your customers think of your product, your supporting services, etc, what their needs are now and whether they see them changing

? Beware going too far with product quality. Don't try to sell a RollsRoyce when the customer really wants a Nissan Micra

2 Price A product is only worth what customers are prepared to pay for it. The price also needs to be competitive, but this does not necessarily mean the cheapest; the small business may be able to compete with larger rivals by adding extra services or details that will offer customers better value for money. Your pricing must also provide a profit. It is the only element of the marketing mix that generates revenue -- everything else represents a cost.

? The Chartered Institute of Marketing 2009

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Marketing and the 7Ps:

A brief summary of marketing and how it works

Promotion is the way a company communicates what it does and what it can offer to its customers.

? Thinking of price as `cost' to the customer helps to underscore why it is so important

? Price positions you in the marketplace -- the more you charge, the more value or quality your customers will expect for their money

? Existing customers are generally less sensitive about price than new customers -- a good reason for looking after them well

? If you decide in favour of a higher priced added-value approach, remember that price `positions' you in the marketplace. This means it gives an indication to potential and existing customers of where to place you in relation to your competitors. Expectations will generally be higher; customers will assume a higher quality product or service. Everything about your dealings with customers must live up to the expectations of this positioning. Anything that can be seen by the customer must be consistent with these higher quality expectations -- packaging, environment, promotional materials, letterheads, invoices, etc

? The Chartered Institute of Marketing 2009

3 Place The place where customers buy a product, and the means of distributing your product to that place, must be appropriate and convenient for the customer. The product must be available in the right place, at the right time and in the right quantity, while keeping storage, inventory and distribution costs to an acceptable level.

? Customer surveys have shown that delivery performance is one of the most important criteria when choosing a supplier

? Place also means ways of displaying your product to customer groups. This could be in a shop window, but it could also be via the internet

4 Promotion Promotion is the way a company communicates what it does and what it can offer customers. It includes activities such as branding, advertising, PR, corporate identity, sales management, special offers and exhibitions. Promotion must gain attention, be appealing, tell a consistent message and above all else give the customer a reason to choose your product rather than someone else's.

? Good promotion is not one-way communication -- it paves the way for a dialogue with customers

? Promotion should communicate the benefits that a customer obtains from a product, and not just the features of that product

? Whether your promotional material is a single sheet or a complex brochure, folder or catalogue, it must grab the attention of your customers. It should be easy to read and enable the customer to identify why they should buy your product

? A brochure isn't necessarily the best way of promoting your

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